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The Power of Friendly

The Single Greatest Example Of Customer Service I’ve Ever Seen—From A McDonald’s Clerk.

How A Single Employee With A Great Attitude Totally Changed My Thinking About McDonald’s. And My Own Business.

By Rich Harshaw

“Am I going to enjoy your company today, or have you made prior arrangements?”


It took me a minute to figure out what the clerk behind the McDonald’s counter meant when he asked me in an extremely sophisticated and playful way if my order would be for “here or to go.”

Except he didn’t say “for here or to go.”

It was the Tuesday before the week of Christmas at 12:35 in the afternoon and I was in a hurry. I had two things to do before meeting with a teenage boy I mentor as a part of the Big Brothers program: 1) Stop and get him a McDonald’s gift card for Christmas, and 2) grab a quick lunch. Time was short, so I decided I’d kill two birds with one stone and order my lunch from McDonald’s. Even though it’s, you know, McDonald’s.

You already know the unexpected greeting I received when I approached the counter. Turns out, that eloquent greeting was just the tip of the iceberg.
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